The player from the UK is dissatisfied with the long verification process. We rejected the complaint because the player didn't respond to our messages and questions.
I am struggling to get my account verified despite submitting around 10 different documents it still remains unverified therefore unable to withdraw my winnings. I have sent them several emails but do not get a response
Dear Sim3251,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents.
Which documents have you already provided, please? When exactly did you send the last of them?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru, if there is any.
Thank you very much in advance for your reply.
Best regards,
Kristina
This part is completed now and I’m attempting to withdraw £1500 winnings from them in 3 lots of 500 as this is the maximum allowed. So let’s see if I receive it!
Thank you for your fast reply Sim3251. I updated the disputed amount. It can take some time to receive the withdrawal, therefore I will keep this complaint opened until your confirmation regarding successful transaction. Please let me know as soon as you receive the payment.